Dead on Arrival (DOA) Policy
ASNA Tropicals takes great care to ensure all fish are healthy and packed correctly. In the unlikely event a fish arrives deceased, we offer store credit or a refund for the livestock, provided you follow these steps:
- Do not open the bag.
- Take clear photos AND a short video of the fish still inside the completely unopened shipping bag.
- Email the evidence to us within 1 hour of the courier's delivery timestamp.
Note: No claims will be accepted after the 1-hour window, or if the shipping bag has been opened.
Important Conditions (Please Read)
To protect our business and ensure fair resolutions, the following conditions apply to all orders:
- Shipping Costs are Non-Refundable: We cannot claim freight costs back from the courier. If a fish is DOA, we credit/refund the cost of the fish only. If you request a replacement fish, you must cover the shipping cost for the second box.
- First Delivery Attempt Only: The DOA guarantee applies only if the package is successfully delivered on the courier's first attempt. If delivery is delayed because you provided an incorrect address, or you were not available to receive the package, the guarantee is void.
- Post-Acclimation: Once the fish is removed from the bag or placed in your aquarium, the claim is no longer valid. We do not cover deaths caused by your tank conditions, stress, or water parameters.
- Anti-Fraud Measure: If the video/photo is unclear, we reserve the right to ask you to photograph the deceased fish out of the bag on a piece of paper with today's date written on it.
By placing an order with ASNA Tropicals, you agree to this policy.
You must accept the DOA policy to continue.